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  • Report: #1061037

Complaint Review: Dr. Roderick Sanden, Advanced Neurospinal Care

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  • Submitted: Fri, June 21, 2013
  • Updated: Fri, June 21, 2013

  • Reported By: BewareOfSanden — Sacramento California
Dr. Roderick Sanden, Advanced Neurospinal Care
3609 Mission Ave Carmichael, CA 95608 Carmichael, California USA

Dr. Roderick Sanden, Advanced Neurospinal Care Extremely Unprofessional and Horrible Experience - Be Careful! Carmichael California

*Author of original report: In response to prior rebuttal

*Author of original report: In Regards To Prior Rebuttal

*General Comment: Sir...

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It is extremely frustrating that I have to write this review about the horrific experience I had with Dr. Sanden and his childish front office workers. I absolutely have to share my experience with this office as I feel obligated to warn anyone even thinking about going to see Dr. Sanden. I advise you to please beware and choose an alternative potential neurosurgeon otherwise you will likely have to deal with a similar experience that I underwent.

After a dehabilitating injury to my lumbar spine and the subsequent MRI showing excessive damage to my lower discs, I was forced to pursue a neurosurgeon and potentially go through surgery to repair the damage done by my injury. 

This search eventually led me to Dr. Sandens office, whom I was referred to. When arriving at the office, I was able to see Dr. Sanden for maybe 5 minutes before he passed me on to his Nurse Practioner. [continued below]....

..... I understand that he is extremely busy, and seemingly doing these surgeries on a daily basis. Although the Nurse Practioner and Dr. Sanden weren't rude to me directly, their operations and strategies became abundantly clear. They obviously make money by performing spinal surgeries on patients in a huge amount of pain - patients looking for a solution. No problem with that - however - I was really hustled inside their office, and told I absoutely needed to move forward with surgery ASAP. (I later found out from other surgeons that this was incorrect and very 'sketchy' in regards to him pushing me towards surgery so quickly)

Thankfully I sought second opinions, and these other surgeons were much more professional and helpful, and didn't seem to rush me through the office like I was on a 'surgery assembly line'. Nonetheless, despite the fact that Dr. Sandens office was seemingly reading off a 'sales script' and really trying to manipulate me into immediate surgery ($$$ for them) - I will say that Dr. Sanden and his Nurse Practitioner were not mean or rude. My main woes have nothing to do with this segment of my experience.

Where things get ridiculous however, are when having to deal with their front office. These woman are the most unprofessional and rude workers I have ever come across in any industry throughout my almost 30 years on this planet. I am  not exagerating or embellishing anything in any way, this is the raw truth and I feel that it is important for prospective patients to understand. If the front office is behaving and managing patients in this way, I can only imagine the horrific experiences post-operative patients have when they have a question, need help, or anything that requires minutes of time from the front office or doctors themselves. 

Although they were in fact pretty rude and seemingly incompetent when I was INSIDE the office, the real issues came to fruition after I left. Let me explain:

After my consultation, I received an invoice as expected. I had a few questions about the invoice, and contacted their office. After a few calls and voicemails, I did in fact receive a call back, and the woman Judy or Margeret stated they would send me an explanation via mail. After time elapsed, I did finally receive this in the mail. It was written in barely legible cursive/sloppy writing, so I had a few quick questions. 

So it began - I contacted and left a voicemail. No call back. Every few weeks or month afterward, I received another invoice, and contacted them - leaving a voicemail EVERY TIME, asking to please return my call so I could make payment and take care of my pending invoice. KEEP IN MIND, MY ONLY GOAL WAS TO SIMPLY PAY OFF THE INVOICE AND ASK A FEW MINOR QUESTIONS.

I documented every time I called, and in total, I left 13 (THIRTEEN) voicemails for them, at varying times of the day, varying days, and so forth. These 13 additional calls, with the sole goal of trying to pay off my invoice, were spread out over the remainder of the year. However, I NEVER received a call back. 

Eventually I receive a letter from a collection agency, demanding payment or I would receive a credit ding. I was absolutely BAFFLED at this ridiculous display of incompetence by their office. All they had to do was return my call, or PICK UP THE PHONE, and I would have gladly made my payment! 

At this point I call again, and leave a voicemail. To my amazement, they actually decided to call me back this time, detecting how frustrated I was by the scenario. 

They were RIDICULOUSLY rude and unprofessional when I was able to speak with them. They continually seemed to call me a liar, and were acting like children when I explained the situation. I wanted them to pay me back for the additional fees the credit collection agency applied to my bill, as I had desperately tried to make payment to them directly non-stop for months on end. 

How did they reply? They verbally berated me and acted like absolute children. They were so rude, I cannot even attempt to put it in words, as it's beyond my capabilities to act so unprofessional - and quite simply, I just don't feel comfortable relaying how they spoke to me. Their whole demeanor was composed of "WELL, WE DID CALL YOU BACK" (regarding the ONE call back I received a week ago - and not addressing the 13 times I left voicemails beforehand). Even more crazy, is that they said "WELL YOU SHOULD HAVE JUST SENT IN PAYMENT". 

Because I wanted to ask a few questions (1-2 minutes of their precious time), and wanted to make payment via credit/debit card or ACH bank payment ON THE PHONE --- they state that I'm in the wrong - and that I should have just sent in payment via mail. This is unreal and ridiculous, and it reflects upon Dr. Sandens practice extremely poorly. I have no idea how he continues to do business or perform surgery when his front office are acting so unprofessional.

IN THE END: BEWARE. 

1. They suck you in and hustle you, trying to get you in and have surgery AS SOON AS POSSIBLE. Please, if you're thinking about seeing them, DON'T, go get a second opinion from another surgeon.

2. Once they have you, their customer service drops off the face of the planet. They WILL NOT RETURN YOUR CALLS. Imagine if you're post-operation, and in a ton of pain, or having issues - AND THE OFFICE WON'T EVEN RETURN YOUR CALLS. I imagine this happens often to poor unsuspecting patients.

3. Their front office is BEYOND incompetent, extremely unorganized, and the most unprofessional experience I have ever had to deal with. They refuse to return calls, and make it next to impossible to make a payment to them. Finally, they'll then send you off to a credit agency, RATHER THAN SIMPLY CALL THE PATIENT!

Again, all they had to do was CONTACT ME, or RETURN MY CALL, and I was ready and would have GLADLY made a payment. Instead, they NEVER return calls, LIE ABOUT IT, and then act like children when I contact them to attempt at finding a solution. If this is how they treat perspective patients, I can only imagine the horror stories poor patients have after having surgery.

Stay away from this place, find a better surgeon with an office that will treat you like a human being. Thank you


This report was posted on Ripoff Report on 06/21/2013 12:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dr-Roderick-Sanden-Advanced-Neurospinal-Care/Carmichael-California-95608/Dr-Roderick-Sanden-Advanced-Neurospinal-Care-Extremely-Unprofessional-and-Horrible-Exp-1061037. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

In response to prior rebuttal

AUTHOR: StayAwayFromSanden - ()

Good morning,

 It is abundantly clear that you didn't even take the time to read my report. As I expressed throughout my report, I attempted to make payment on the invoice over 13 times. I desperately wanted to simply make payment, and move on. The entirety of my report focuses on the fact that I wanted to remedy the invoice and make payment to the office - and their incompetence and lack of taking minutes to call me and TAKE MY PAYMENT - was obscene! In the future, you should read the report prior to responding as reading and comprehending a report is crucial prior to sharing your thoughts. You stated that 'they shouldn't have to chase me down for payment'... Well, I completely agree with you! The issue was that I HAD TO CHASE THEM DOWN TO MAKE A PAYMENT, and despite valiant efforts on my part to MAKE MY PAYMENT, I was unable to due to the fact they refused to take a few minutes to return my call - or even pick up the phone in the first place. Instead they just sent it off to collections - which is ridiculous, lazy, and just unreal considering this is supposed to be a neurosurgeons office! If the office can't take a few minutes to answer the phone or return a call, how do they treat their surgery patients? Thank you-

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#2 Author of original report

In Regards To Prior Rebuttal

AUTHOR: StayAwayFromSanden - ()

Good morning,

 It is extremely evident that you didn't even take the time to read my report, because if you did, you would have seen the overwhelming indications that my main gripe with Dr. Sandens office - was in fact - that I TRIED TO PAY, and wasn't ABLE TO. I did everything within my power to reach their office and make payment, that was my main goal, to simply pay my invoice. End of story! 

Regards-

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#3 General Comment

Sir...

AUTHOR: Tyg - ()

 Where I can understand the level of pain you deal with, as I too have had the surgery to repair my lower spine. They are correct that you should have paid it. Just because you had questions and they did not call you back, is NO excuse to NOT pay what you owe. Im betting you decided to not pay until your questions were answered. You could have also driven down to the office and both paid your bill and had your questions answered. If you could not drive then you could have gotten a ride down there and had the same results.

Its a busy doctors office. With many many ppl looking for help. Im sure you can understand that they have to deal with the ppl IN FRONT of them before they can get to your voicemail. YOU decided not to seek other avenues for payment. YOU decided that you were going to do this your way. Now YOU have to pay the resulting fees. Sorry but it doesnt matter HOW childish or rude YOU think the staff is. It doesnt exempt you from your financial obligations. You are simply looking for someone to blame besides yourself. Unfortunatly YOU are the only one to blame in this. You could have paid your bill online. So in the future, dont stand on your principles, its shaky ground at best. They are under NO obligation to chase you down for payment. Im pretty sure if they pulled up the voicemails you left, you probably stated you were not going to pay until YOU talked to someone. Well it was your choices that led to all of this. Maybe you should rethink how you handle situations such as this.

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